CX Journey

APRIL 3, 2019

Image courtesy of Pixabay If you don't know by now, customer understanding is the cornerstone of customer-centricity. Customer-centricity means putting the customer at the center; customer understanding is how you'll achieve that. What is customer-centricity? How will it make her feel?

Customer Centricity 80

Customer Centricity Exercises Customers Culture 80

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

PeopleMetrics

JANUARY 14, 2015

The same can be said of customer centricity. Customer centricity doesn’t happen overnight. If you want to build a customer-centric culture at your company, then you’d better be able to live with process and incremental improvement. Decide on Your Ideal Customer. Without further ado: 1.

Customer Centricity 48

Customer Centricity Culture Case Study Leadership 48

ClearAction

DECEMBER 16, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world.

Employee Engagement 59

Employee Engagement Customer Centricity Engagement Culture 59

ClearAction

DECEMBER 12, 2017

Customer Centric Employee Engagement Lynn Hunsaker. Organizations that are centered around their customers know that it’s not a part-time role. To truly be customer-centric , everyone company-wide needs to have a deep understanding of the customer’s world.

Employee Engagement 54

Employee Engagement Customer Centricity Engagement Culture 54

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. The brands mentioned above aren’t just shaping the customer service experience for their customers. The solution?

Culture 120

Culture Banking How To Customer Service 120

CX Accelerator

OCTOBER 3, 2019

What about the way the company treats its customers? Coming off a recent onboarding experience myself, I was pleased that it was nothing like the one I just described. Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one.

Tips 296

Tips Culture Exercises Feedback 296

inQuba

OCTOBER 17, 2018

Australian National tyre retail chain Beaurepaires uses inQuba’s real-time Customer Experience (CX) management solutions to enable them to know what their customers really want – and how to give it to them. Since the inQuba implementation, Beaurepaires is able to receive summaries of customers’ experiences with the brand.

Customer Centricity 45

Customer Centricity Net Promoter Score Retail NPS 45

ShepHyken

FEBRUARY 4, 2020

The Voice of the Customer. Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning. Customer service is a key component of the customer experience.

Culture 129

Culture Customer Centricity Employee Engagement Customer Voice 129

CX Accelerator

OCTOBER 3, 2019

What about the way the company treats its customers? Coming off a recent onboarding experience myself, I was pleased that it was nothing like the one I just described. Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one.

Tips 182

Tips Culture Exercises Feedback 182

CX Accelerator

OCTOBER 3, 2019

What about the way the company treats its customers? Coming off a recent onboarding experience myself, I was pleased that it was nothing like the one I just described. Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one.

Tips 182

Tips Culture Exercises Feedback 182

CloudCherry

JANUARY 21, 2020

Gathering customer feedback is a mainstay in business. However, most companies have recognized that closed-ended surveys aren’t enough to gain powerful insights into the customer experience (CX). As KPMG notes, “Any approach to listening to the customer voice is better than not listening to it.”

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management?

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Benefits of Customer Experience.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

PeopleMetrics

AUGUST 25, 2015

Picture your customers, darting across the water on jet skis, able to make quick water-spray turns to their heart's content. What I’m saying is, in this age of customer fluidity and freedom, your turning radius is not ideal. What I’m saying is, in this age of customer fluidity and freedom, your turning radius is not ideal.

Customer Centricity 48

Customer Centricity How To Competitive Advantage Culture 48

CX Journey

JANUARY 26, 2016

Image courtesy of micahb37 Is the customer and his experience ingrained in your organization's DNA? A while back, I wrote a post titled, What the Hell is Customer Experience? That's how I think about customer experience when I talk about the customer and the customer experience being ingrained in the company DNA.

Customer Experience 80

Customer Experience Chief Customer Officer Culture Customer Centricity 80

Zeisler Consulting

AUGUST 10, 2020

In this article I’ll explain the components needed in place to elevate an organization’s Customer Experience. Many CX practitioners, and surely, many business leaders simply define this as “Putting the Customers First” or other broad and sweeping declarations. Learning via the Voice of the Customer.

Culture 93

Culture Customer Centricity Exercises Strategy 93

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. this impact the customer and his experience?

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

Customer Care 66

Customer Care CRM Customer Experience CEM 66

SurveySparrow

JULY 27, 2023

Did you know that customer-centric companies are 60% more profitable compared to their competitors? Imagine this: You have a business, and you want to truly understand what your customers need, expect, and prefer. This is where the voice of the customer (VOC) comes in. What do you think you must do first?

Social Media 52

Social Media Net Promoter Score Customer Centricity Customer Voice 52

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. What is the employee experience? If your employee experience is bad, it will be very difficult for employees to delight your customers. We ask them.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

Customer Care 59

Customer Care CRM Customer Experience CEM 59

CX Journey

OCTOBER 25, 2016

Image courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company? How does the customer become the center of attention for your organization? What tools should you have in your customer-centric toolbox?

Tools 80

Tools Customer Journeys Customer Centricity Touchpoint 80

CloudCherry

JANUARY 22, 2020

As with any business solution, it’s not uncommon for companies to feel trapped by their voice of the customer (VoC) vendor once they’ve already implemented VoC tools and attempted to put them into practice. According to the Forrester report, many VoC programs are still immature and face common challenges: Not Listening to Customers.

How To 243

How To Social Media Analysis Feedback 243

CX University

MARCH 22, 2018

For a Customer Experience (CX) initiative to succeed, it needs broad support across the organization, and it needs deep, gut-level support within the C-Suite. And if you are a member of the C-Suite and have not yet come around to customer-centricity, I hope to give you a few new ideas to munch on.

Customer Experience 66

Customer Experience Customer Centricity Ecommerce e-support 66

CX Journey

JUNE 22, 2017

In this second part of a two-part series, I continue detailing some important ways to ensure that your company is putting the customer at the center of all it does. In Part 1 of this two-part series, I left off with Step 3: Outline the Customer Lifecycle. They become the backbone of your customer experience management efforts.

Customer Journeys 146

Customer Journeys Communication Customer Centricity Social Media 146

Customer Bliss

APRIL 27, 2018

Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. Let’s talk about de-cluttering your customer listening! 8 Steps to De-Clutter Your Customer Listening Data. Align to a one-company methodology.

Effort Score 181

Effort Score Survey Customer Journeys Social Media 181

Confirmit

NOVEMBER 16, 2020

A focus on customer experience is essential for the success of any organization. And for the 15th year, the ACE Awards recognize companies who are not only committed to delivering great customer experiences but who use it to keep their businesses one-step ahead. 93% of new customers onboarded within 14 days in 2020.

Insurance 52

Insurance Case Study Touchpoint eBook 52

CX Journey

FEBRUARY 14, 2018

Image courtesy of Pixabay Do you feel like you're not making the progress in your customer experience transformation efforts that you thought/hoped you would by now? I've seen several posts lately about CX being all talk and no action - that it's a lot of effort to pull off a customer experience transformation (and no doubt, it is!)

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

Lumoa

FEBRUARY 20, 2018

Customer experience plays an important, if not the most important role in success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. Why do you need Customer Experience Management? Voice of the customer: where to start?

Customer Experience 376

Customer Experience How To NPS Touchpoint 376

CSM Magazine

FEBRUARY 6, 2019

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? Get the customer off the phone or web chat as quickly as possible or deliver a business transformative level of customer service. But that model has little place in the customer centric market of 2019.

Metrics 55

Metrics Customer Service Contact Center Social Media 55

Zeisler Consulting

AUGUST 17, 2020

Since then I’ve posted on CX strategic alignment and your Voice of the Customer program. In the last installation we’ll discuss what it takes to build and support a Customer-centric culture. We come now to the action part of this series of articles where I’ll emphasize what you do to improve your CX.

Resources 72

Resources ROI Customer Centricity NPS 72

Second to None

SEPTEMBER 7, 2018

Creating a company culture that registers this level of individual responsibility and performance is challenging because it requires consistent measurement, recognition and action. In the modern business-to-customer retail relationship, the first point of contact is typically made online.

Brands 63

Brands Social Media Retail Voice of Customer 63

ClearAction

AUGUST 29, 2015

3 Types of Customer Experience Action Essential to ROI. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. If your recipe for customer experience ROI does not call for 3 types of action, it will probably flop. 2) Macro Customer Experience Action.

ROI 48

ROI Omni-Channel Customer Experience Employee Engagement 48

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights.

Contact Center 67

Contact Center Report eBook Tips 67